I just about lost my shit at work today.
Posted by
Mop (aka rburriel)
Mar 20 '23, 12:02
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Reviewing tickets that came in over the weekend, a user called in with a problem and he was told "Oh, I guess the system is down" (ticket closed). This is, of course, a system I administer. No, it wasn't down. Yes, it's used by thousands of students, especially as we enter finals week (beginning today), and no one else reported any issues, because there WEREN'T any issues! No, it wasn't escalated. No, the user wasn't given any recourse. That's as close to "Fuck you" as they could have gotten when reaching out for help.
There are protocols for outages. IT'S SIMPLE. You don't tell anyone there's an outage unless there's an Outage Report (then append the ticket to the outage report). If you suspect there's an outage, tell someone! None of the protocols were followed. This student didn't get to accomplish what they wanted to accomplish because someone skipped SEVERAL steps. I'm fucking LIVID.
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